Desktop Support Engineer III (On-Site)

Job Summary:IT User Services Support: Provide end user computing support for all personal computer needs including but not limited to: Service Desk phone support, L3 Desktop support/hardware-software, hardware deployment, Mobility and A/V support.Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United States (please see following for specifics):https://www.fbi.gov/services/cjisDuties and Responsibilities:Provide desktop / laptop / printer and peripheral support to end users, troubleshooting, diagnosing and resolving both hardware, OS and application issues. Provide 1 st level phone support via Call Center ACD to triage, resolve and fulfill needs providing first call resolution to internal customersPrimary support provider for Sr. Mgmt., elected officials and VIP staff – very strong customer service skills and tact; must be able to maintain trust with customers and confidential informationUtilize Service Now problem management tool to monitor, track and update service needs. Inventory and image Windows-based computers following scripts and process guides; strong understanding of Windows 10/11 operating system/troubleshooting and repair, security protocols and basic networking knowledgeStrong multi-tasking skillsInstall and configure applications following instruction set as well as create documentation and knowledge articles to streamline supportCoordinate with end user customer; scheduling deployment and support time and any special needs; high attention to customer service and detail Maintain workload within required SLAs and timelines Complete all required documentation; ensure customer expectations are metEducation and Experience:3+ yrs experience working with Windows 10/11 computers/laptops troubleshooting and resolving hardware and software issues and deploying computers in a business environment. Experience supporting executive, VIP staff in a business environment. Knowledge, Skills and Abilities:Extensive Sr.level knowledge of Windows 10/11 operating system; Microsoft 365 application suite, Windows/Dell computer hardware (both desktop and laptop). Certifications in Windows 10 /11/ O365 support, troubleshooting and repair, A+ desired and a plus. Work Environment :Office setting with a moderate noise level. The employee will work at an individual workstation, using a telephone and computer. Physical Demands :Must be able to remain seated for extended periods. Regular use of a computer and other office machinery, such as printers and copy machines. Occasional movement around the office. Frequent communication via telephone. Neumo Summary:With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.